Role SummaryWe're hiring a VP of Customer Success to own the full post-sale customer journey. You'll be accountable for retention, expansion, and the end-to-end experience from activation through renewal. You'll lead and grow a multi-sub-function org spanning Customer Support, Customer Success, and Expansions, and partner as a peer with Sales, Product, Marketing, RevOps, and Engineering. This is a key leadership hire: you'll set the multi-year CX strategy, own Net Revenue Retention as a board-level metric, and represent the voice of tens of thousands of small business owners inside the company.
What you'll do- Own NRR as a company KPI: Forecast it, explain it, defend it, and present it to the board quarterly. Drive Gross Revenue Retention, expansion-sourced ARR, and activation/time-to-value as the supporting levers.
- Build the CX team: Hire, develop, and retain strong sub-function leaders across Customer Support, Customer Success (CSM), and Expansions.
- Define the customer operating model: Set segmentation, service tiers, and the high-touch vs. tech-touch service model.
- Build proactive retention and expansion motions: Continue pushing on our focus to move CX from reactive to proactive through churn prediction, renewal motion, expansion motion, and win-backs.
- Lead CX tooling strategy: Partner with RevOps to revamp our end to end tech stack across GTM (leveraging AI across the stack)
- Revamp CX reporting: ops-level, leadership-level, and manager-level coaching dashboards, in partnership with RevOps and BizOps.
- Represent voice-of-customer to the LT and Company: Bring structured, prioritized customer insight into Product roadmap, pricing, GTM, and company strategy decisions.
- Partner cross-functionally: Product (activation, adoption), Sales (handoff, expansion, renewal), Marketing (lifecycle, references, advocacy), Data (health scoring, churn prediction), Engineering/BuildOps (customer-facing reliability).
- Integrate AI deeply into the CX motion: Build on the existing first-line AI triage and push aggressively on agent tooling, summarization, and CSM productivity.
- Own the CX annual plan, headcount model, and tooling budget.
What we're looking for- Proven VP-level CX ownership at a high-velocity SMB SaaS company: accountable for a company-level retention/expansion metric (NRR) and company KPIs
- Multi-sub-function leadership experience: Direct experience scaling and managing a CX org spanning Support and Success through managers.
- Systems and metrics fluency: Can speak fluently to activation definitions, retention cohorts, expansion attribution, and how CX data should be modeled.
- Expansion ownership: Demonstrated ability to drive expansion-sourced ARR.
- Strong peer partnership with Sales on post-sale handoff, renewal, and expansion motion design.
- Modern CX tech stack experience: Have set up or rationalized a CSP, ticketing, dialers, and CX BI stack at scale.
- People leader: Have hired and developed strong first- and second-line CX managers.
- AI-native operator: Have meaningfully integrated AI agents into a CX motion (first-line triage, summarization, deflection, CSM productivity).
- Startup pace: Comfortable in ambiguity and quickly evolving teams.
- In-office presence: Excited to be in the NYC office 5 days a week with the team.
🤗 Who you are- A builder with executive range: You're energized by setting strategy and getting into the queue to understand what's actually happening on the frontline.
- Outcome-obsessed: You measure your success by what the company-level retention and expansion numbers actually do, not by activity or org size.
- A customer-first operator: You instinctively orient every decision around the customer and you've built mechanisms that force the rest of the company to do the same.
- Comfortable disagreeing well: You bring healthy dissent to the LT and disagree-and-commit when the call goes the other way.
- Low-ego, high-bar: You hold a high standard for your team and yourself, communicate with directness and warmth, and bring others along rather than working around them.
- Calm in ambiguity: You thrive in fast-moving, lightly-defined environments where the playbook is something you'll write, not something you'll inherit.
- Energized by AI as a force multiplier, not threatened by it.
- Aligned with Topline Pro's values and excited to help small business owners win.
Hiring Process- Recruiter Screen
- Hiring Manager Screen - Nick Ornitz (CEO)
- PeopleScreen - Maya Alperin
- Onsite Live Case Study, Lunch with Team+ XFN 1on1 Interviews - Multiple XFN LT members
- Co-Founder Final - Shannon Kay (COO & Co-Founder)
- References
What we offer- Competitive cash compensation + meaningful equity package (VP-level)
- Full Medical, Dental, and Vision Health Coverage
- Computer and workspace enhancements
- Monthly stipend for mental and physical health
- 401(k) plan (non-matching)
- Unlimited vacation, 9 company holidays including election day, and 1 personal volunteer day a year
- A seat on the leadership team, board exposure, and the chance to define a function from the ground up at a Series B inflection point
- The opportunity to take significant ownership in scaling a product that materially changes the lives of home service pros
